POSTED : June 7, 2016
BY : David Rosenstock

Recently PK’s Clay Walton-House was invited to speak at the 9th annual Loyalty Expo in Orland Florida. During his session, “Developing a Holistic Measurement Plan for Managing Customer Health,” Walton-House discussed the importance of an enterprise approach to loyalty strategy and the implication this has for how companies measure “Customer Health”.

The session delved into the necessity of looking holistically at the customer base to determine how effectively the organization is growing Customer Lifetime Value (CLV) and exposing “hot spots” where value is not being maximized.

Clay reinforced the importance of developing a measurement framework that can help the organization come to a shared perspective around a new way of thinking about Customer Health and all the components involved that drive customer behavior.

Read the full write-up on Loyatly360: PK Takes a Holistic Approach to Customer Base Health—and see Clay’s discussion points on how you can take a holistic approach to measuring your Customer Health.

If you’ve got questions about how to improve customer loyalty at your organization, don’t hesitate to reach out. We’d love to learn more about your business and customers.

Learn more about the loyalty-customer experience connection.

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